Inbox for Call Center Campaigns

"Inbox" for Call Center campaigns allows agents to engage in continuous conversations with contacts they have reached out to via "Manual Texts" from Call Center campaigns. 

This allows them to address questions, clarify information, or handle objections in real time, creating a more personalized and engaging interaction. The ability to follow up with contacts via texts and calls, even after initial interactions, greatly increases the chances of conversions, especially in the case of fundraising and political outreach. 

Why Inbox for Call Center campaigns?

Once an agent sends a text, they can’t view or respond to the reply, making it hard to address questions or continue the conversation. Additionally, once the agent saves the contact's survey responses, the contact is no longer available in the same campaign, so the agent can't follow up with more calls or texts.

The Inbox feature solves this problem by allowing agents to nudge contacts over time, which is vital in persuading potential donors/voters who may need multiple interactions before making a decision. 

How to use the Inbox feature?

The agents need to log in to their agent console with the username and password allocated to them. Upon logging in, they will see an "Inbox" button on the navigation bar at the top. 

The "Inbox" feature helps agents go through the texts they have sent to the contacts from different Call Center campaigns. If the same contact is reached out from multiple campaigns, the agents will be able to find the campaign name in the chat box at the top right corner. 

Note: Texts sent from "Manual Texting" in Call Center campaigns will appear in the Inbox. Automated Follow-up texts will not be available. 

As soon as the text is sent, the agents can quickly navigate to the Inbox to view the message sent to the contact. 

The agents can also use "Merge Tags," a.k.a placeholders, to personalize the message to the contacts. These tags will only work if the field used in the tag has data in the contact's profile. 

If a contact has responded to the initial text sent by the agent, the chat will appear at the top of the list with a highlighted background indicating that a new message was received in the campaign. 

Similarly, if the agent is not connected to any campaigns assigned to them and if the contacts assigned to them have replied to the initial texts, the Inbox button will display a small red dot indicating that there are new messages available. 

If an agent that has received a message from a contact is not active for more than 24 hours, the conversation will be re-assigned to any active agent in the campaign. This will also be indicated in the conversation as in the image below. 

Have queries or suggestions? Kindly contact us at support@callhub.io or create a ticket from the Support Center.